CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. .

Engagement 103

Engagement How To Telecommunications Customer Centricity 103

Aveus

MARCH 15, 2021

Trust across a system that people must rely on to deliver essential support is paramount. This is a story of our work with Second Harvest Heartland as they tackle hunger and lift trust at the same time. Measuring Trust. To build trust, we had to first define it. Read more on the components of trust here! ).

Customer Experience 130

Customer Experience Roadmap Measurement Survey 130

Call Experts

FEBRUARY 11, 2021

Contact centers are the best partners for vaccine clinics and medical centers with the significant change in business and patient requests since coronavirus, Covid-19. In addition, when your receptionist or staff member is out sick with Covid-19, it often leaves your office with service gaps concerns for two weeks. .

Contact Center 97

Contact Center Call Center ROI Training 97

Brandwatch CX

JUNE 24, 2020

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Retail 84

Retail Customers 84

Experience Investigators by 360Connext

AUGUST 11, 2020

Trust is a core factor in facing the future of CX. Customers are figuring out the “next normal” and what that means to their daily experiences. Businesses are looking to stay ahead of the challenges by creating better customer journeys and reassuring customers they’ll deliver what they need and how they need it.

How To 271

How To Brands Touchpoint Customers 271

SurveySparrow

JUNE 30, 2020

The COVID-19 crisis came as a sudden blow to the business world and has left many organizations still grasping at straws. Well, these changes are questioning the rudimentary functioning of organizational work and are acting as catalysts to reshape the future of work after COVID-19. But here’s what we found.

Trends 119

Trends Policies Meeting Employee Engagement 119

Eptica

MAY 20, 2020

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Author: Steve Nattress Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. Published on: May 20, 2020.

Customer Satisfaction 127

Customer Satisfaction Self Service Consumers Banking 127

ProProfs Chat

OCTOBER 30, 2020

Here is a quick COVID-19 Poll! This is the case with millions of employees across the globe in the COVID-19 era. Can they commute to the workplace like pre-COVID times? . Small empathetic gestures can make your business stand out in a COVID-19 landscape. COVID-19 Workplace Safety.

Survey 102

Survey Transportation How To Travel 102

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. This shift has been consistently growing, and Covid-19 has accelerated it even further.

Government 230

Government Omni-Channel Wait Times Software 230

ChurnZero

SEPTEMBER 23, 2020

ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award. This award celebrates companies that have gone above and beyond to provide their communities, clients, and front line workers with support during the COVID-19 crisis. .

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self Service 74

Self Service Net Promoter Score Trends Leadership 74

Second to None

OCTOBER 29, 2020

The problem is, even with the needed adjustments, many businesses are still seeing customer churn — and they don’t know why. Your business shifts toward safety, hygiene, and virtual convenience should only make it easier for customers to trust you and work with you. Understanding Customer Expectations in 2020.

Measurement 118

Measurement Customer Experience Consumers Brands 118

Chadwick Martin Bailey

APRIL 6, 2020

In the case of CMB’s recent self-funded research on how Covid-19 is impacting US consumer sentiment , our baseline wave from two weeks ago revealed (practically shouted) some obvious differences in the data based on region, age, and the sources people trust to communicate honestly.

Entertainment 76

Entertainment Ecommerce Consumers Study 76

BlueOcean

OCTOBER 17, 2023

ESG is a critical element to building a more sustainable business that can adapt to industry regulatory and market shifts, such as the evolution of technology, climate change, social equity, diversity and inclusion, and black swan events like COVID-19. But ESG is a whole other ball game.

How To 177

How To Government Guidelines Effort Score 177

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. However, the truth is that the Covid-19 pandemic probably only accelerated what was happening already. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have.

Customer Experience 139

Customer Experience Self Service How To Retail 139

CSM Practice

JUNE 16, 2020

Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. First, With COVID-19, vendors find it difficult to get sufficient attention from their stakeholders. And yes – there are new rules. Benchmarks.

Travel 92

Travel Analysis Conference Survey 92

Comm100

FEBRUARY 18, 2021

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Engagement 130

Customer Engagement Engagement Consumers Study 130

Wired and Dangerous

MARCH 16, 2020

Today we are faced with a world wide crisis with the COVID-19 pandemic. How are you communicating with your customers and employees today regarding the steps you are taking to maintain a safe environment while providing an appropriate experience. Today’s wired and dangerous customers’ and employees’ expectations change rapidly.

Customer Focused 91

Customer Focused Management CEM Airlines 91

Comm100

DECEMBER 15, 2021

Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . 2022 promises new opportunities for governments to engage the public and reclaim much of the trust that has been lost. Re)gain trust . Adopt omnichannel customer engagement .

Government 130

Government Engagement Omni-Channel Chatbots 130

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. Making It About You.

Customer Service 130

Customer Service Social Media Policies Consumers 130

Talkdesk

OCTOBER 8, 2020

Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Either by choice or forced by COVID-19, digitally savvy clients are dodging the impacts of branch closure by migrating to digital banking. Maintain client trust with secure applications.

Banking 119

Banking Strategy Contact Center Chatbots 119

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 108

Feedback Strategy Social Media Analysis 108

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. McKinsey and Company, The global case for customer experience in government.

Government 191

Government Customer Service Chatbots Effort Score 191

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy.

Customer Service 77

Customer Service Loyalty Airlines Meeting 77

Clarivate

NOVEMBER 17, 2021

Women leaders at Clarivate like Ann Graul play a key role in accelerating innovation in the quest for answers to COVID-19 issues. The global COVID-19 pandemic that began in early 2020 turned the world as we knew it upside down, bringing unimagined challenges and exacerbating existing struggles. Watch their story.

Innovation 59

Innovation Data Leadership Trends 59

Ann Michaels and Associates

MAY 6, 2020

How does a business gain customer trust? How does a business gain trust in uncertain times? Customer trust is critical for survival. I have seen CEO’s and COO’s posting in Linkedin about what they are currently doing to retain customers. They are, in part, establishing brand trust.

Social Media 59

Social Media Poor Customer Service Customers Examples 59

Chadwick Martin Bailey

MARCH 27, 2020

We may be all in this together, but COVID-19’s impact on U.S. consumer sentiment differs by generation, geography, and the sources we trust for news. Both Gen Z and Millennials are also looking to brands as trusted sources of information. Contact us to add custom questions and be included in the next wave.

Consumers 66

Consumers Report Brands Connections 66

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? My Comment: Throughout the COVID-19 pandemic companies were forced to cut expenses, overhead, etc. Customer affinity. by Phil Britt.

Customer Service 80

Customer Service Tips Connections Customer Service Training 80

CSM Practice

MAY 13, 2020

In the wake of Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. Customer success managers now need to find creative ways to engage customers while thinking deeply about what their new needs might be. 1. Be Customer-Centric.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

Answer Dash

JUNE 3, 2020

As COVID-19 has taken hold, we’ve all had to alter our habits and have likely seen changes in our behaviors, attitudes, beliefs, and motivations. And it’s this collective change in mindset that businesses must consider in adapting to the needs of the COVID-19 customer. Image Credit: Vaimo.

Customer Experience 59

Customer Experience Ecommerce Social Media Omni-Channel 59

ChurnZero

MAY 15, 2020

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

Customer Success 72

Customer Success Effort Score Communication Customer Retention 72

Brandwatch CX

JUNE 24, 2020

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Retail 52

Retail Customers 52

Maru Group

SEPTEMBER 17, 2020

Particularly for individuals living with chronic health conditions at higher risk for having COVID-19 complications, such as asthma, cardiomyopathy, vasculitis, and Crohn’s, 2020 has both amplified health and safety precautions, and intensified the relationships these individuals have with healthcare professionals, pharmacy staff, and brands.

Healthcare 52

Healthcare Retail Consumers Loyalty 52

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? And banks can help limit the impact of the likely downturn by building new experiences to help their customers manage debt, adjust budgets, and make full use of new government programs.”

Banking 79

Banking Customer Service Social Media Self Service 79

Inbenta

APRIL 9, 2020

Identify what your audience (customers, collaborators, users) are asking for and for which you do not have answers, then create adequate content. Giving quick answers, with reliable information helps your users to trust your company. This is a mature and well-built chatbot, which helps its audience to obtain the requested information.

Chatbots 100

Chatbots Tourism Knowledge Base Hospitality 100

Uplight

DECEMBER 14, 2020

No one could have predicted the truly unprecedented year 2020 has been as the COVID-19 pandemic has changed the way we live and work. In the midst of it all, Uplight’s utility partners have sought innovative ways to better serve their customers as trusted and stable energy providers–with impressive results and press coverage.

Innovation 65

Innovation Customers 65